Complaints

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• Initial Complaint

  Date:06/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Splash Kingdom Waterpark in Shreveport is constantly altering their operating hours and shutting down large portions of the park for reasons that are not in alignment with their sister waterparks in Texas. People have been locked in with season passes under the guise and communication of certain park operating hours and once season passes have been locked in, they are closing their park in Shreveport for an entire day on Mondays effective July 3 and also shortening their operating hours for all other days of the week.
  
  One of their reasons is the heat, but Texas is hotter and they have two parks in Texas who are open full hours and are not adjusting anything.
  
  The employees at the splash kingdom waterpark stand in direct sunlight at the top of the water slides and this company needs to provide umbrellas for their employees.
  
  Hundreds of people feel scammed. It's bad business practice.

  Business Response

  Date: 06/29/2023

  This is the first time this season we have made any adjustment to our operating schedule and we are doing it for the benefit of our staff. It is a difficult decision to make but one that we think we be a great benefit to the facility. This guest has not visited our facility since June 1st and has only visited the facility twice. We have always operated with a section of our park opening later in the day. There have been days that we have had to have certain attractions closed due to staffing or maintenance. We open these attractions as soon as possible, most of the time the same day. I am attaching a screen shot of the terms and conditions that this guest agreed to when making her purchase. Please note that we guarantee at least 50 operating days during the season and all sales are final. There are uncontrollable circumstances that do cause us to have to be closed or close early occasionally, this year these have included inclement weather days and multiple days of power outages. The inclement weather is unfortunate but we cannot operate in conditions unsafe for our staff and our guests. The power outages were caused by a storm that hit the East Texas and North Louisiana areas very hard with the City of Shreveport having thousands without power for almost a week. Our park was without power for a few days and opened as soon as we could. We have provided our staff with umbrellas throughout the park. 
  
  I am also attaching a screenshot of the initial Facebook post announcing these changes. Mrs. **** responded to this post and has seen it. Per the facebook post she will now get to use her Oasis pass at our Texas locations any day this season, should she choose to attend on a Monday at a Texas location we will also provide her with an unlimited drink wristband. Prior to our schedule changes, as noted on her order confirmation attached, this pass was only valid at Splash Kingdom Oasis in Shreveport, LA. We are providing more value to the customers by allowing our base season pass to be used at any location for the remainder of the 2023 season. 

  Business Response

  Date: 06/29/2023

  This is the first time this season we have made any adjustment to our operating schedule and we are doing it for the benefit of our staff. It is a difficult decision to make but one that we think we be a great benefit to the facility. This guest has not visited our facility since June 1st and has only visited the facility twice. We have always operated with a section of our park opening later in the day. There have been days that we have had to have certain attractions closed due to staffing or maintenance. We open these attractions as soon as possible, most of the time the same day. I am attaching a screen shot of the terms and conditions that this guest agreed to when making her purchase. Please note that we guarantee at least 50 operating days during the season and all sales are final. There are uncontrollable circumstances that do cause us to have to be closed or close early occasionally, this year these have included inclement weather days and multiple days of power outages. The inclement weather is unfortunate but we cannot operate in conditions unsafe for our staff and our guests. The power outages were caused by a storm that hit the East Texas and North Louisiana areas very hard with the City of Shreveport having thousands without power for almost a week. Our park was without power for a few days and opened as soon as we could. We have provided our staff with umbrellas throughout the park. 
  
  I am also attaching a screenshot of the initial Facebook post announcing these changes. Mrs. **** responded to this post and has seen it. Per the facebook post she will now get to use her Oasis pass at our Texas locations any day this season, should she choose to attend on a Monday at a Texas location we will also provide her with an unlimited drink wristband. Prior to our schedule changes, as noted on her order confirmation attached, this pass was only valid at Splash Kingdom Oasis in Shreveport, LA. We are providing more value to the customers by allowing our base season pass to be used at any location for the remainder of the 2023 season. 

  Customer Answer

  Date: 07/08/2023

  I just wanted to be clear that I am not looking for a refund. I just didn’t see an option on anything else to put. I just wanted to communicate that I felt that it was bad business practice to alter operating hours once people have bought season pass tickets. I am not specifically speaking about weather closures as I understand This is absolutely necessary for people safety. I do appreciate you sending this information to the waterpark and I appreciate the reply. I visited the park yesterday and I noticed that they have recently provided umbrellas for a few more of the employees standing in direct sunlight monitoring slides so thank you for that.